I only write facts.

Saturday, August 14, 2010

Firstly, aku pernah menjadi seorang PR practioner for many years, although six to seven years of service tak buatkan aku sehebat PR-men yang ada di Malaysia ni. However, it does helped me to gain lots of knowledge and experience. And yes, aku mulut manis, so that is my advantage.

Aku sebenarnya tak ada intention to prolong this so-called issue tapi I think when I received second sms, just like how a Vice President of Celcom sent me a childish sms when I complaint about Celcom and quoted Maxis, he went besserk. Funny. Amusing too. The thoughts of forwarding the sms to CEO Celcom sangat tinggi, but I decided not too sebab the sms is too childish and immature.Even if I post it here, you surely gonna have a good laugh. I bet, you will.

Yeah, he went besserk sebab tak boleh terima bricks from a customer like me. I like to throw bricks at customer service people sebab in this world of you need customer badly to survive, you really really have to be very careful to what you say to your customer. And guess what, this little blog of mine could be read by anyone. Just google. Voila !

Presently, we have new media, even without the traditional media featuring our nags, ramblings and rantings, we still have blogs, facebooks to tell the whole world of our grouses.

To me, if you can't handle customer's complaint, maka tak payahlah hold that position. There is nothing wrong to be sarcastic dan perli, memandangkan kita ni Melayu tapi if you are doing to a customer, that is too much.

For the fact is, you can't handle customer, and live with it. Bila customer complaint dan tegur, take it, swallow it, as you know you are wrong and that is why you have a Public Relations Department. If you can't take bricks being thrown at you, well, clerical job would suits you well. Less hectic.

Ok, lets cut the crap.

I wrote in short of our experience in Sibu Island Resort at this link.

Itu baru summary of what actually happened to us the crew during our stay there.

Let me say this, in Malaysia, there is NO such thing as good customer service. I never believed in that.

This is what a reader commented on the entry:

Audra Sazreenasaid... Hazrey... err. aku tak setuju.. sebab kita bayarlah kita perlu defend our rights as consumers. The payment that you made was not worth the service. And the management should compensate you.

I could not agree more. Audra has a point there. The money we are paying does not worth the service we are receiving but of course, Sibu Island Resort which is owned by Jcorp does not realise this. Perhaps, the GM himself does not know what is customer service? What is value and what is worth? Of course he does not.

And this is what I replied to Audra:

Hazreysaid... Audra: if we are in London or perhaps Paris, yes that may happen. Tapi kita di Malaysia. I have experienced many times dah, the only compensation they gave is - a stupid apology letter that has grammar mistake all over it. Example is Celcom.

Today, I receive an invitation to attend a food tasting for media from the same group, when I jokingly asked, "is this an invitation to compensate for the bad service we received in Sibu," guess what was the answer:"..lagipun benda yang lepas takkan nak ungkit selalu, simpan n jadikan pengajaran untuk yang lebih baik for the future."

And this is Malaysia. Best tak? The concept of lepas tangan is being practiced in Johor Corporation itself. Kudos Jcorp! Kudos.

Yeah, that is how they handle customer complaint, let bygone be bygone. When a customer does not received the value they are paying for, should the customer be compensated? Not to Sibu Island Resort, and apology thru sms suffice.

To me, sms tak dapat menggambarkan keikhlasan kita. Apatah lagi if we wanna to apologise to people for our mistake. They should have this on their customer service mission, for all Jcorps staff.

Seriously I do not understand, a huge, company such as Jcorp do not have customer service values? Where is the value? For smiling at people? That is not enough. For sending apology via sms? That is never been enough. For saying let bygone be bygone? Screw that!

He as a general manager should made known those complaints about service failures arevaluable. Organizations pay huge fees to researchers and survey companies to discover their weaknesses, whereas complaints effectively provide the same data for free.

One general manager with 5-star hotel experience put it perfectly:"It is the small, simple, special moments that we create through personal engagement with each customer that they will recall when they return home. To accomplish this type of sustainability we carefully and methodically select our employees, and then continuously train.

Personally, I've seen 3 star establishments with the 5-star mindset.

To the top management: Better to fix the holes and stop the leaks before you try to fill the bucket....when all that many customers require is not to be upset.

Aku suka komen Izad ni. Aku rasa he is in customer service industry or hospitality. Good for him. Hopefully this can be a good case study for his students.

They, the top management people are supposed to possess the knowledge and skills in areas of board governance. But, how the policies and practices are consistent with their statement of purpose match their PLEDGES or PHILOSOPHY

“To me, sms tak dapat menggambarkan keikhlasan kita. Apatah lagi if we wanna to apologise to people for our mistake. They should have this on their customer service mission, for all Jcorps staff” …..You are correct , Saudara Hazrey!!

One should bear in mind that hi-touch skills are more important than hi-tech skills as hi-tech skills involves managing the greatest assets…people.

Technologies like phones, instant messaging, emails and ultimately social media messaging are efficient and effective communication and interaction. However, nothing beats meeting someone face-to-face noticing how the trend in terms of their demand and problems they face.

You fit technology around people and not people around technology.

Yes, this is as good case study whereby the customer expectation is important in forming the basis for defining service standard to help increase the understandings of the broad range of skills required of those working in the hospitality industry where improvement of performance is critical in this competitive environment.